to customers

4.4 OUR

COMMITMENT TO CUSTOMERS

We are known for our clear customer orientation. We work with an internal service quality management model in order to generate added value and satisfy our customers.

They are our reason to exist, the centre of our business and what we do, and we work every day so that they have a happy, relevant experience

Our company has different kinds of clients and customers, according to the different divisions that comprise the company: ➢ Travel agencies ➢ Tour operators ➢ End customers ➢ Property owners in the Residential Division

Our guiding principle is continuous improvement in our services, and we work every day to exceed our clients’ expectations and achieve their full satisfaction.

Customer service quality

Our company's Innovation and Quality Department works to maintain service quality, in order to achieve full customer satisfaction. The Corporate Quality Policy sets forth our principles and commitments in this area. Said commitments are further detailed in the Group’s sustainability strategies, which establish continuous improvement objectives.

Tools for measuring service

At Grupo Piñero, we have the following tools for measuring service

• Survey system

• Suggestions, complaints and claims system

• Other internal management instruments (control audits) Survey system

Hotel Division

We have implemented a survey system to study our customers’ degree of satisfaction. The 2017 results were:

• Average Global Review Index satisfaction index: 86.7% • Internal surveys: 79.7% • Net Promoter Score: 24%

This year, we received 177,201 surveys from our customers, of which 60% had a favourable result. Additionally, the reviews received online were higher, at 83%.

This year, we initiated a project that will be launched in January 2018 which will administer in-house customer satisfaction surveys in order to study the customer’s degree of satisfaction while they are enjoying their stay. The satisfaction survey will be sent through the app, and customers will be given the option to report issues so as to solve any incidents in-house. The objective is to learn customers’ degree of satisfaction before their holiday is over

Travel Division - Soltour

In our Travel Division, we have begun a project that will provide a daily analysis of the post-stay satisfaction survey in order to contact customers who reported issues. The objective is not only to learn their degree of satisfaction, but to also detect critical points, analyse problems and introduce continuous improvement as a differential feature of our company.

Complaints and claims system

Grupo Piñero acts with due diligence when customer complaints and claims are received. We have a complaints and claims department that covers all divisions of the company through procedures approved at corporate level. To that end, different channels have been provided that:

• Record and measure the number of suggestions, complaints and claims we receive

• Assign a person responsible for resolving and responding to all suggestions, complaints and claims. These people vary based on the different businesses that comprise the company

• Evaluate the causes and obtain a resolution to claims

• Provide feedback to the customers with regard to the solution and treatment given the type of claim

• Analyse results and propose plans for improvement

Other Internal Management Instruments

We perform internal audits of our facilities and services, and we analyse complaints and suggestions from all customers in order to detect critical aspects and design action plans that enable us to advance in the provision of our services.

➢ Hotel Division Audits

Ongoing internal audits are carried out through the Quality Department in all hotels which cover aspects of all services.

Compared to the prior year, in 2017 more audits were carried out in Mexico at the

request of senior management. Additionally, the Quality team has supported the department heads in their action plans to improve how incidents are treated and to deal with the problem from its root; thus, we ensure that incidents decrease.

The average grade obtained this year was an 81.1, which represents an increase of 1.83% compared to last year.

Country

Mexico 2016 2017

540 1,654

Dominican Republic 776 1,727

Jamaica 228 195

Spain 512 538

2,056 4,114 ➢ Audits in the Travel Division and Other Businesses

In addition to performing internal audits once a year of all services in the Travel Division and the company's other divisions, this year, all customer service procedures were reviewed.

One notable achievement in the Quality and Innovation area is that in the Travel Division (outbound and inbound), Soltour and Coming2 have begun to work together in order to design more efficient and effective action plans based on the results obtained in the customer service department.

➢ Health and Safety - Hotel Division

In the Hotel Division, we apply the necessary techniques to control and eliminate factors that pose a risk to the health of our customers and employees.

Hygiene and analyses are critical in pools, the water and ice consumed by our customers and well and reservoir controls, applying corrective and/or preventative measures to any critical points detected.

Hazard Analysis and Critical Control Points

We perform an exhaustive control over the entire food chain to offer the best product. We have an extensive system of analyses and critical points that have been implemented at the hotels, which allows us to guarantee to our customers that our food service is safe and of the highest quality.